Service Desk Lead

ASM Research, An Accenture Federal Services Company • Annapolis, MD • 3h ago

Supervises and coordinates activities of a team of IT members engaged in Intake requests from email or phone, review issues, assign work to appropriate team and resource, confirm priority of work and document impact of the situation. Track aging tickets and follow up with teams for closure.

Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.

Analyzes performance indicators such as number of transactions per second, response time, and number of programs being processed to ensure systems are operating efficiently.

Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.

Provides recommendations on short term systems projects/plans.

Prepares operational forecasts and requirements for data

processing, systems development, and communications.

Oversees the conduct of feasibility studies for systems improvement and the preparation of systems project proposals.

Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.

Monitors and supports the complex information technology and systems infrastructures.

Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.

Troubleshoots and resolves unique or complex problems in an efficient manner.

Performs root cause analysis and diagnostics on the more unique or complex production systems.

Administers and runs complex tests on operating system and related software.

Overall responsibility for leading the program, department, or functional area as designated. Oversees, directs, and mentors subordinate staff; communicates job expectations and enforces organizational policies, procedures and core values; responsible for recruiting staff, approving timecards, and conducting performance reviews and disciplinary measures.

Minimum Qualifications

Bachelor's Degree in IT, Computer Science or a related field preferred.

3-6 years of experience in Information Technology with 0-2 years of experience managing IT staff.

Security Requirement

T3/T5 equivalent eligible.

Certifications Requirement

Security+ Preferred but not required:

DevSecOps

Cloud (i.e. Azure, AWS, Google)

Other Job Specific Skills

Must have strong communication skills and be able to effectively communicate technical issues.

Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.

Ability to get team members to work together to accomplish tasks.

Stays up to date technically and applies new knowledge to job.

Ability to think long-term and establish achievable action plans.

Actively looks for ways to help people in the most efficient manner.

Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Understands the implications of new information for both current and future problem-solving and decision-making.

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$115K - $125K

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Similar Jobs

Account Manager

Cornerstone onDemand • Baltimore, MD • 3h ago

Management & Administrative

The Cornerstone Account Manager is responsible for fostering the overall relationship between Cornerstone and a book of our clients. By maintaining a strong relationship with our clients, the Account Manager ensures high...

3h ago

Go to Apply

Technical Account Manager

Zoom • Annapolis, MD • 4h ago

Management & Administrative

What you can expect We are looking for an amazing Technical Account Manager (TAM) with Contact Center experience to join our team. The ideal candidate will build impactful relationships with customers and internal partne...

4h ago

Go to Apply

Territory Account Manager

EquipmentShare • Baltimore, MD • 4h ago

Management & Administrative

Build the Future with Us - EquipmentShare is Hiring a Territory Account Manager At EquipmentShare, we're not just filling a role - we're assembling the best team on the planet to build something that's never been built b...

4h ago

Go to Apply

Exhibit Operations Manager

FREEMAN • Lanham, MD • 12h ago

Management & Administrative

About Us Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry' largest network of experts, Freeman's insights shape exhibitions, exhibits, and ev...

12h ago

Go to Apply

Regional Project Operations Manager - Northeast

Eaton Corporation • Annapolis, MD • 12h ago

Management & Administrative

Eaton's Electrical Engineering Services & Systems division is currently seeking a Northeast Regional Manager - Design Build Projects to join our team. This position can be based remotely within the Northeast Region o...

12h ago

Go to Apply

Exchange Email Administrator

ASM Research, An Accenture Federal Services Company • Annapolis, MD • 1d ago

Management & Administrative

Position Overview The Exchange Email Administrator supports the design, implementation, and day-to-day operations of enterprise email and messaging services in a federal IT environment. The role focuses on maintaining hi...

1d ago

Go to Apply

Customer Service Representative

U-Haul • Glen Burnie, MD • 1d ago

Management & Administrative

Compensation Range: $15.00 to $17.00 Hourly Location: 7280 Baltimore Annapolis Blvd, Glen Burnie, Maryland 21061 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friend...

1d ago

Go to Apply

Senior Strategic Account Manager

WESCO • Baltimore, MD • 1d ago

Management & Administrative

As a Senior Strategic Account Manager, you will maintain client relationships with key target accounts that have a major strategic impact on the long-term success of the organization. You will identify cross/up and repea...

1d ago

Go to Apply

Account Manager IV, Commercial - Strategic/Labor & Trust

Kaiser Permanente • Hyattsville, MD • 1d ago

Management & Administrative

The ideal candidate will be an experienced Account Manager with a strong background in the Public Sector. Knowledge of employee benefits, as well as reporting tools related to claims and clinical data, is a plus. Note: W...

1d ago

Go to Apply

Administrative Assistant

Bright Horizons • Baltimore, MD • 1d ago

Management & Administrative

Join our Bright Horizons family as an Administrative Assistant , where your professional office experience will have a meaningful impact on the lives of children, families, and staff! Spearhead our communications and mar...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.